Contact Centre Knowledge
Management Solutions

Empower your contact centre agents with an intuitive customer service knowledge management system that is sure to enhance customer satisfaction and improve agent productivity. Average Handling Time – Typical 20-30% reduction First Call Resolution – Typical 30-40% increase Reduced Training Times for New-Starters - Reduced by 20-50%

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Contact Centre Solutions Benefits

Improved First Call Resolution (FCR) rates

Increase FCR by 30-40% achieved by: Templates to provide easy to digest content AND Single unified platform to access all information, whether held internally or externally in SharePoint etc AND Improved searchability using sophisticated search technology

Reduced Average Handling Times (AHT)

Typically 20-30% reduction in AHT achieved by: Fragments as users get to the answer straight away, even in long documents AND Decision Trees/Guided Help to solve complex queries quickly and accurately

Reduced training times

Training times reduced by 20-50%, achieved by: Required readings – sending all required training materials to new starters, tracking when they have been read AND Providing simple to use configurable layouts which are intuitive and easy to navigate AND Simple searching and answer retrieval AND The ability to collaborate with users and send questions to relevant experts

Seamless and enhanced customer experience

No matter the channel, customers have access to consistently accurate information on demand

Improved agent productivity and compliance

Agents spend less time searching and more time resolving as knowledge processes are streamlined into one easy to use repository

Tacit knowledge transfer

KPS contact centre knowledge management solution enable agents to document and share their experiences & expertise which doesn’t leave when they do

Contact Centre Features

Natural Language Search

It is vital to provide customers with the right solutions.

An image of Universal Knowledge reporting

Manage and Curate

Security to manage multi-tier environments.

Knowledge Capture

Our content creation tool provides an easy way to create content.

Automatically push notifications and required readings specific to your agents.

Reports and Insight

A full understanding of your knowledgebase and customer activity levels

Additional Contact Centre features

Dashboards Our dashboards provide managerial staff and agents with instant visual insight into key contact centre metrics such as questions being asked by agents, outstanding knowledge item actions or liked articles enabling contact centre staff to perform daily tasks as easily and efficiently as possible.
Search Whether the answer is held on a live website, your company intranet or within a lengthy PDF document on a file-share, Universal’s Natural Language Search ensures that our contact centre knowledge management solutions will not only return accurate results but also pinpoint the answer, improving speed to resolution.
Multichannel Whether contact is made via the phone, email, chat or social media KPS contact centre knowledge management solutions sit at the core of every channel providing a consistent customer experience regardless of their journey.
Like Whether it is a frequently used document or one that is of most importance to an individual, our like function enables agents to personalise the knowledge that they have the fastest access to. Through liking documents agents can easily locate the information they need during the pressure of a customer call.
Decision Trees Streamline your processes by generating easy to navigate decision trees guiding your agent and the customer to a successful resolution that dramatically reduces AHTs and improves FCRs. A full audit trail also enables managerial staff to visualize the steps that were taken to achieve your successful resolutions.
Leaderboard Reports With our leaderboard reports it has never been easier to incentivize agents and encourage successful user adoption. Reward agents based on knowledge contribution or successful resolution rates, to generate healthy competition and increased value of customer service within your contact centre.
Self-Learning Universal Knowledge provides a self-learning system that improves with levels of usage. Having the ability to learn from previous user searches, ensures that the correct answer is provided to the agent at the point of need. First time, every time.
Taxonomies Structuring information into taxonomies enables agents to filter documents according to categories such as client/customer industry, department or area of customer service providing further improvements to the speed of access to information.
Notifications Through using the notifications module agents and managerial staff alike are always kept up to speed with the latest contact centre developments. Automatically push news bulletins and required readings and achieve full traceability of who has both received and read notifications.
Metrics KPS contact centre knowledge management solutions, provide contact centre managers with fast access to our out of the box reports to gain valuable insight into their contact centre’s performance. Our comprehensive reports ensure that an intelligent approach can be taken when editing or renewing knowledge.
Create & Edit By utilising our simple to use document creation and editing tool, agents and managers have the ability to document lessons learned or successful resolution details making them searchable for future reference. Contact centre staff are also easily able to provide feedback or rework requests, ensuring knowledge is continually refined.
Leverage Leverage essential information and contact centre procedures from multiple repositories, streamlining your processes and providing accessibility from one single portal. Create automatic bulk uploads at intervals of your choice minimising the time and effort required to update and maintain your knowledgebase.
Integrate With our comprehensive set of APIs, call centre managers have the ability to integrate our contact centre knowledge management solutions with a variety of systems such as CRM. By integrating Universal with your CRM application agents have access to the information they need within the CRM, creating a seamless experience
Discussion Forums Use discussion forums to develop a network whereby agents can discuss tasks and issues, seek feedback and gain insights. This will not only help new hires get up to speed in their role, it will also help engage all agents through interactions and knowledge-sharing which can positively impact business results.

View all features

Dashboards

Our dashboards provide managerial staff and agents with instant visual insight into key contact centre metrics such as questions being asked by agents, outstanding knowledge item actions or liked articles enabling contact centre staff to perform daily tasks as easily and efficiently as possible.

Search

Whether the answer is held on a live website, your company intranet or within a lengthy PDF document on a file-share, Universal’s Natural Language Search ensures that our contact centre knowledge management solutions will not only return accurate results but also pinpoint the answer, improving speed to resolution.

Multichannel

Whether contact is made via the phone, email, chat or social media KPS contact centre knowledge management solutions sit at the core of every channel providing a consistent customer experience regardless of their journey.

Like

Whether it is a frequently used document or one that is of most importance to an individual, our like function enables agents to personalise the knowledge that they have the fastest access to. Through liking documents agents can easily locate the information they need during the pressure of a customer call.

Decision Trees

Streamline your processes by generating easy to navigate decision trees guiding your agent and the customer to a successful resolution that dramatically reduces AHTs and improves FCRs. A full audit trail also enables managerial staff to visualize the steps that were taken to achieve your successful resolutions.

Leaderboard Reports

With our leaderboard reports it has never been easier to incentivize agents and encourage successful user adoption. Reward agents based on knowledge contribution or successful resolution rates, to generate healthy competition and increased value of customer service within your contact centre.

Self-Learning

Universal Knowledge provides a self-learning system that improves with levels of usage. Having the ability to learn from previous user searches, ensures that the correct answer is provided to the agent at the point of need. First time, every time.

Taxonomies

Structuring information into taxonomies enables agents to filter documents according to categories such as client/customer industry, department or area of customer service providing further improvements to the speed of access to information.

Notifications

Through using the notifications module agents and managerial staff alike are always kept up to speed with the latest contact centre developments. Automatically push news bulletins and required readings and achieve full traceability of who has both received and read notifications.

Metrics

KPS contact centre knowledge management solutions, provide contact centre managers with fast access to our out of the box reports to gain valuable insight into their contact centre’s performance. Our comprehensive reports ensure that an intelligent approach can be taken when editing or renewing knowledge.

Create & Edit

By utilising our simple to use document creation and editing tool, agents and managers have the ability to document lessons learned or successful resolution details making them searchable for future reference. Contact centre staff are also easily able to provide feedback or rework requests, ensuring knowledge is continually refined.

Leverage

Leverage essential information and contact centre procedures from multiple repositories, streamlining your processes and providing accessibility from one single portal. Create automatic bulk uploads at intervals of your choice minimising the time and effort required to update and maintain your knowledgebase.

Integrate

With our comprehensive set of APIs, call centre managers have the ability to integrate our contact centre knowledge management solutions with a variety of systems such as CRM. By integrating Universal with your CRM application agents have access to the information they need within the CRM, creating a seamless experience

Discussion Forums

Use discussion forums to develop a network whereby agents can discuss tasks and issues, seek feedback and gain insights. This will not only help new hires get up to speed in their role, it will also help engage all agents through interactions and knowledge-sharing which can positively impact business results.

Contact Centre Knowledge Management Customers

Customers are increasingly demanding customer service excellence both before and after sales. Meeting these high level expectations is critical in acquiring new customers and retaining existing ones.

Many challenges face contact centres worldwide many of which can be alleviated using comprehensive contact centre knowledge management solutions to empower your agents with the right information across multiple channels.

An image of KPS partner - RQTech South Africa

An image of KPS customer - Charles Sturt University

An image of KPS customer - Stanford Health

An image of KPS customer - United Health Group

‘Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers’. SRO Tony Lackey, Managing Director SRO Solutions

KPS have provided us with a much needed tool for both our internal agents and our customer base, to quickly resolve issues about their plans. Used both internally within our secure contact centre and embedded within our customer portal, Universal Knowledge by KPS allows us to ensure accurate and timely responses to our customers. With ongoing acquisitions and expansion, our knowledge base has needed to be flexible and scalable.

KPS have provided fast and efficient support and we look forward to continuing our relationship with KPS.

Pan European Financial Services Contact Centre Head of Customer Service

I could not be happier with our decision to use KPS Universal Knowledge in our contact centre. Our team is finding answers quickly enabling us to provide timely and accurate responses to the citizens of Baldwin County. Baldwin County Commission Shannon Spivey, Customer Relationship Manager Baldwin County Commission

“The beauty of the KPS system is that it is so simple to use and administer yet delivers so many benefits through our outsourcing operations.”

Contact 121 Martin Bill, Managing Director

“Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”. Indiana University Health Shelby Smith, Director, IConnect Patient Access Center (IPAC)

Multichannel Consistency & Fluidity

Many of today’s contact centres take a multichannel approach to their customer service operations with the likes of social media, email, chat, community forums and mobile all gaining weight in their significance to the contact centre along with the traditional phone route.

The challenge of today’s evolving technological environment is that response times and the accuracy at which they are delivered, remains consistent and uncompromised regardless of the channel that is chosen by the customer. Core to the delivery of exceptional customer service across multiple channels is a multichannel contact centre knowledge management solution.

KPS contact centre knowledge management solutions have the robust flexibility of sitting at the centre of communications across all channels, and also allows for integrations with a number of systems such as CRM. Such synergies will provide both your self service customers and your agents with a seamless and greatly enhanced experience.

Reduce the Effects of Attrition & Enhance Agent Excellence

The career of a contact centre agent can be a short-lived one leading to headache for contact centre managers. Without a customer service knowledge base, training for agents can demand high levels of investment.

With our contact centre knowledge management software solutions, training times can be halved by up to 50% with dramatic impacts also seen in agents’ final competency and confidence.

Using our customer support knowledge base software, processes are streamlined and knowledge is centralised into one easy to use portal, empowering the agent with the tools to excel in both productivity and efficiency.

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Streamline your workflows with KPS contact centre knowledge management software

Universal Knowledge is the only tool your customer support staff needs to locate, refine and share information with customers. You no longer have to bookmark multiple spreadsheets or stockpile documents on your office desk. Simply enter a query using your own words into the search feature of the KPS call centre knowledge management solution and excel at your job. Your customers will thank you.

With detailed answers, how-to guides and decision trees at their fingertips, your agents have it all to deliver the service your customers expect. Universal Knowledge takes the guesswork out of your job so that you can build better customer relationships by accessing real-time information whenever you pick up the phone.

A call centre knowledge management system that learns

Universal Knowledge learns from your agents every day. It adapts to the searching patterns they use and provides the needed information more quickly as they enter the same query. This allows you to speed up your response times whilst meeting your customers’ needs on the fly.

In other words, KPS call centre knowledge management software is another smart addition to your customer support team. It’s self-learning and facilitates training for your employees, making it a win-win for contact centre managers and customer-facing specialists alike.

Stay in the know about how your agents / employees perform

How well do your agents handle requests and how long does it take to resolve customers’ enquiries? Make use of comprehensive reports that come with Universal Knowledge.

Reports provide an insightful way to elevate knowledge management at your contact centre. They enable decision-makers to dig deep into customer behaviour and crucial metrics associated with your performance.

See what questions are asked most often, which topics receive the most questions and which employees are asking what questions and who is added content. Our reports can be customized so you can always create your own reports and we can easily show you how to do that to unlock the insights you need.

Scale up or down with ease

The KPS Software as a Service (SaaS) contact centre knowledge management software can easily be scaled to allow you to expand the use of Universal Knowledge as you see the benefits and user adoption increases.

Want to have on-premise control over your software? We can also implement our knowledge management system for call centres within your company’s infrastructure and help with integrations too. Let us know which deployment option is right for you.

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